List of NICE Adaptive Workforce Optimization Customers
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Since 2010, our global team of researchers has been studying NICE Adaptive Workforce Optimization customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased NICE Adaptive Workforce Optimization for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using NICE Adaptive Workforce Optimization for Workforce Management include: National Grid USA, a United States based Utilities organisation with 18177 employees and revenues of $15.20 billion, Monzo Bank, a United Kingdom based Banking and Financial Services organisation with 3700 employees and revenues of $1.57 billion, PSCU, a United States based Banking and Financial Services organisation with 3000 employees and revenues of $650.0 million, Gusto, a United States based Professional Services organisation with 2400 employees and revenues of $540.0 million and many others.
Contact us if you need a completed and verified list of companies using NICE Adaptive Workforce Optimization, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The NICE Adaptive Workforce Optimization customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Gusto | Professional Services | 2400 | $540M | United States | Nice Systems | NICE Adaptive Workforce Optimization | Workforce Management | 2021 | NiCE | In 2021, Gusto implemented NICE Adaptive Workforce Optimization to bring structure to scheduling across multiple US contact centers. NICE Adaptive Workforce Optimization functioned as a Workforce Management solution to centralize forecasting, staffing and schedule orchestration for customer service teams. The deployment configured NICE Workforce Management modules for forecasting, capacity planning, automated schedule generation, intraday management and employee engagement workflows, leveraging CXone Workforce and employee engagement capabilities described in the case study. Configuration emphasized rule-based rostering, adherence monitoring and forecast-to-schedule automation to standardize shift planning across sites. The solution integrated with CXone and included VRS advisory as part of the deployment to align workforce plans with contact routing and real-time contact center analytics. Operational coverage spanned multiple US contact centers and impacted contact center operations, workforce planning, scheduling teams and frontline supervisors. Nice Systems was the vendor and NiCE served as the implementation partner responsible for rollout and configuration. Governance introduced centralized scheduling ownership and new intraday management processes during phased rollout across centers. Outcomes reported in the case study included a 58% improvement in service level and a 50% reduction in abandoned calls. | |
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Monzo Bank | Banking and Financial Services | 3700 | $1.6B | United Kingdom | Nice Systems | NICE Adaptive Workforce Optimization | Workforce Management | 2015 | n/a | In 2015, Monzo Bank implemented NICE Adaptive Workforce Optimization to centralize workforce planning for its customer service organization. The deployment used NICE Adaptive Workforce Optimization as a Workforce Management platform to introduce standardized forecasting, automated scheduling, intraday management, and adherence monitoring across Monzo’s contact operations. The implementation focused on core Workforce Management modules, including demand forecasting and capacity planning, automated schedule generation with skills-based staffing logic, real-time adherence dashboards, and intraday exception handling. Configuration work emphasized workforce optimization rules, service level profiles, and scenario-based schedule planning to support peak demand and variable shift patterns common in retail banking customer support. Operational scope targeted customer service and contact center functions, with planners, team leads, and operations managers brought into new planning workflows. Governance included formalized scheduling policies, role-based access for planners and supervisors, and operational procedures for intraday reassignments and adherence reporting to ensure consistent shift execution. The program was instrumented for ongoing operational use, with NICE Adaptive Workforce Optimization providing the foundational forecasting and scheduling engine for Monzo’s customer-facing staffing processes. Implementation activities centered on embedding workforce planning capability, standardizing scheduling governance, and enabling operational discipline in day to day customer support resource management. | |
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National Grid USA | Utilities | 18177 | $15.2B | United States | Nice Systems | NICE Adaptive Workforce Optimization | Workforce Management | 2024 | NiCE | In 2024, National Grid USA implemented NICE Adaptive Workforce Optimization as part of a contact center modernization effort targeting scheduling and analytics for its North America operations. The deployment was led using Nice Systems technology and NiCE as the implementation partner, and it focused on Workforce Management capabilities to address the complexities of a unionized contact center workforce. Implementation included Workforce Management and Employee Engagement Manager components within the CXone Mpower engagement suite, with NICE Adaptive Workforce Optimization delivering the Workforce Management function. Configuration work emphasized forecasting, schedule generation and optimization, intraday adherence monitoring, and workforce analytics, reflecting standard Workforce Management workflows for contact centers. The program covered contact center operations and workforce planning teams across National Grid USA in North America, aligning scheduling processes with union rules and collective bargaining constraints. Integrations were executed within the contact center engagement stack as part of CXone Mpower, enabling operational data flows between engagement routing, scheduling, and employee engagement modules. Governance and operational process changes addressed shift bidding, schedule signoff and exception handling to support a unionized environment, with Employee Engagement Manager used to support agent communications and engagement workflows. Reported outcomes included an approximate 40 percent increase in analytical efficiency and about a 25 percent improvement in operational efficiency in North America, attributable to the NICE Adaptive Workforce Optimization driven Workforce Management and Employee Engagement Manager implementation. | |
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Banking and Financial Services | 3000 | $650M | United States | Nice Systems | NICE Adaptive Workforce Optimization | Workforce Management | 2020 | n/a |
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